Multiply Group

Opening Statement

Multiply Coaching (MC) is committed to responding to concerns and recommendations for improvement. We aim to embed consultation into all areas of our work and welcome feedback. Occasionally a client may wish to raise a formal complaint about their experience with MC.

We will investigate this with the aim of reaching an amicable resolution. Any formal complaint will be managed appropriately and sensitively. Any decisions made will be clearly and transparently communicated to the client and other affected parties.

Policy Statement

Compliments, Comments or Feedback 

If a client doesn’t wish to make a formal complaint, but does wish to comment on something, they can contact the MC Office or use the form below.

We will always aim to learn from any comments or feedback and make improvements where possible or relevant. Comments and feedback are not formal complaints and as such have no formal procedure and will not be investigated. 

Formal Complaint 

In the first instance a client should communicate their concerns to the MC Office. The person receiving the complaint will need: 

• Your name and contact information

• The name of the person you are complaining about 

• Dates relevant to your complaint 

• Information relevant to your complaint 

• If you already have an idea as to how we can resolve your complaint it would be helpful for us to know this at this stage. 

• Where possible you will be asked to send your complaint into the department in writing so that the complaint is taken in your own words. 

An appropriate person will contact you and investigate the complaint.

Timeline 

We endeavour to investigate any formal complaints within one month. If it is not possible to complete an investigation within this time, we will contact the client with an update and agree a revised timeframe. 

We will send a written resolution within ten days of the investigation’s completion. 

Appealing a Resolution 

If you are not satisfied with the resolution or if fresh evidence comes to light you can lodge an appeal within two weeks, with your proposed resolution. You will be provided with a decision as to whether the previously recommended proposal was deemed appropriate or an alternative resolution will be proposed within a further two weeks, this decision will be discussed with the appropriate persons before sending out and will be final.